Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Senior Technology Solution Center Supervisor within PNC's Technology organization, you will be based in Denver, CO,

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

 

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

Job Description

• Directs the day-to-day Technology Solution Center operations to ensure an appropriate level of support.. Assists with service strategy, design, transition, operations, and continual service improvement. Drives operations effectiveness and key performance objectives.  Takes ownership of customer issues and requirements and ensures they are resolved in a timely manner.
• Collaborates with other technology teams to provide service and support for new and existing technologies
• Determines and schedules appropriate support requirements for a region or area and participates in negotiating service level agreements.
• Works closely with strategic partners, lines of business, product owners, and project management teams to develop and implement support models and resources development and implementation of support services, systems/tools, and technology. 
• Supports all Technology Solution Center internal tools and technology including confluence and SharePoint sites, knowledge articles and process documentation.
• Directs, motivates, and develops the organizations staff to maximize their individual contribution, professional growth, and efficacy on a team.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

PNC also has fundamental expectations of our people managers. As a manager of talent in PNC, you will be expected to:

• Include Intentionally - Cultivates diverse teams and inclusive workplaces to expand thinking.
• Live the Values - Role models our values with transparency and courage.
• Enable Change - Takes action to drive change and innovation that will transform our business.
• Achieve Results - Takes personal ownership to deliver results. Empowers and trusts others in decision making.
• Develop the Best - Raises the bar with every talent decision and guides the achievement of all employees and customers.

Qualifications

Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Customer Solutions, Data Architecture, End Users, Problem Resolution, Technical Support

Competencies

Call Center Technologies, Customer Support Operations, Hardware Infrastructure, ITIL Service Delivery, IT Industry: Trends & Directions, IT Service Management (ITSM), Standard Operat